Job Description
Job Summary
We are seeking an experienced Level 2 Technical Support Engineer to provide 24/7 support for cybersecurity products across multiple platforms. This is a product-based role (NOT SOC Analyst) focused on troubleshooting, configuration, and operational support for endpoint, email, and network security solutions, including EDR/XDR technologies from Trend Micro and other leading vendors.
Key Responsibilities
Core Support Responsibilities
- Deliver Tier 2 technical support for:
- Endpoint, Email, and Network security solutions (EDR/XDR) from Trend Micro or other major vendors.
- Respond to customer inquiries via phone, email, and live chat promptly and professionally.
- Diagnose and resolving issues related to installation, configuration and system performance.
- Escalate complex cases to Tier 3 or engineering teams or OEM support team with comprehensive logs and documentation.
- Maintain accurate records of all support interactions in ticketing systems ...
We are seeking an experienced Level 2 Technical Support Engineer to provide 24/7 support for cybersecurity products across multiple platforms. This is a product-based role (NOT SOC Analyst) focused on troubleshooting, configuration, and operational support for endpoint, email, and network security solutions, including EDR/XDR technologies from Trend Micro and other leading vendors.
Key Responsibilities
Core Support Responsibilities
- Deliver Tier 2 technical support for:
- Endpoint, Email, and Network security solutions (EDR/XDR) from Trend Micro or other major vendors.
- Respond to customer inquiries via phone, email, and live chat promptly and professionally.
- Diagnose and resolving issues related to installation, configuration and system performance.
- Escalate complex cases to Tier 3 or engineering teams or OEM support team with comprehensive logs and documentation.
- Maintain accurate records of all support interactions in ticketing systems ...
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